Global Head of Performance & Excellence Medical in Croydon

This role is under Allianz Partners Operations for Medical Assistance and aims to steer operational excellence and quality worldwide across Global Medical Assistance Operations, ensuring our platforms deliver on quality, customer satisfaction and key performance indicators.

Key Responsibilities / What You Do

• Provide strategic oversight of all aspects related to med ops quality assurance, compliance and customer satisfaction.
• Lead a team of Quality Analysts doing complaint handling; ensure regular effective neutral quality control and complaints handling globally.
• Design L&D strategy and execute relevant initiatives.
• Implement leakage initiatives and ensure optimal Open and Closed File Review processes are in place.
• Roll out global fraud control standard and tools and ensure optimal controls.
• Ensure medical assistance quality and customer satisfaction, including management of Voice of the Customer (VOC) monitoring and improvement action plans.
• Ensure internal and external complaints are addressed and closed within agreed timelines, take action to address immediate customer needs and eliminate root causes.
• Launch initiatives to enhance customer and business partner satisfaction, in coordination with Operations Heads and platforms.
• Roll out VoC metrics in line with global standards; monitor results, improve methodologies and increase VoC representation.
• Manage knowledge management solution based on Group platforms, collaborate with platform teams for content creation and maintenance.
• Manage local L&D teams, coordinate content creation and continuous education of Operations agents and supporting teams; develop training programs and certifications.
• Develop and manage OFR and CFR methodologies and roll out regular controls; analyze OFR/CFR results and communicate for continuous improvement.
• Roll out global Fraud Management processes and tools, trigger preventive and corrective actions; set up fraud early identification alert systems.
• Lead teams aiming for higher performance, quality and adherence to Group standards; promote a culture of continuous improvement and global harmonization of processes.

Qualifications

• College Diploma/Degree coupled with 7-10 years’ relevant experience with the ability to manage strategic projects and achieve strategic objectives.
• Ability to provide strategic thought leadership and guidance to other leaders.
• Experience gained in the medical assistance and/or insurance industry is required.
• Leverages artificial intelligence and advanced analytics tools to drive data-informed decision-making, optimize performance metrics and identify strategic opportunities for organizational improvement.
• Proficient in utilizing AI-powered platforms and automation tools to enhance operational efficiency, streamline performance management processes and deliver actionable insights at scale.
• Ability to think strategically forward in a 3-5 year time span and develop strategies and plans to meet future-facing goals.
• Strong technical skills in using MS Excel and PowerPoint.
• Demonstrated ability to build strong relationships and excellent collaboration at all levels of the organization.
• Strong commitment to create a top-in-class methodology with tools to monitor performance, adherence to procedures and controls across all areas of responsibility.

Key Benefits / What We Offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees is unique and has unique needs, ambitions, and we enjoy being a part of their journey. We empower and encourage your personal and professional development, offering a variety of courses and targeted development programs in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is a key priority for us, which is why we build Work Well programs to provide peace of mind and give flexibility in planning and arranging for a better work-life balance.